Salesforce Service Cloud Voice + Amazon Connect: Ushering in the Next Generation of Contact Centers

In this customer-driven world, Salesforce Service Cloud Voice has established itself as a viable solution for contact centers to deliver stellar CX.

With Service Cloud Voice, companies find it easier to modernize their service centers for effective customer interactions and increased productivity.

This AI-driven solution unifies voice calls and overall CRM data, helping support agents solve customer cases faster.

And to ensure that customers receive a great phone experience, Amazon Connect natively integrates with Salesforce Service Cloud Voice that brings together voice conversations, digital channels, and CRM data in real time.

In this blog post, you’ll learn how contact centers revolutionize their work by integrating AWS connect and Salesforce Service Cloud Voice and what the future beholds for contact centers after this integration.

What You Need to Know About Amazon Connect and Service Cloud Voice

Amazon Connect is a user-friendly omnichannel cloud contact center that is designed to help businesses deliver superior customer service without burning a hole through all of their support function budget.

It comes with efficient voice and chat capabilities for both customers and agents that includes tools for skills-based routing, task management, powerful real-time and historical analytics, etc.

And Salesforce Service Cloud Voice is a solution in which telephony is merged with Salesforce CRM, providing omnichannel visibility for managers, AI-driven insights, and better phone-based customer services.

Service Cloud Voice pre-integrates Amazon Connect, creating a next-gen contact center solution in which agents can take calls from anywhere, ultimately, delivering a stellar CX through phones.

5 Benefits of Integrating Amazon Connect and Salesforce Service Cloud Voice

Contact centers often find it challenging to keep up with the growing demand of more connected, personalized customer experiences, and on-time resolutions.

And why?

Agents need to rely on disparate sources to address customer needs, making it difficult for them to answer questions quickly while tracking their histories.

To resolve this, contact centers need an effective solution to handle call volumes, speed up call resolution, and leverage technology.

Enter – Salesforce Service Cloud Voice and Amazon Connect that are powerful alone but better together.

When integrated, Salesforce Service Cloud and Amazon Connect enable contact center agents can deliver fast, personalized service from anywhere. Here are some benefits that this integration brings to the table:

• Better Customer Experiences

Real-time call transcription from AWS Artificial Intelligence and Machine Learning allows reps and supervisors to leverage Einstein for next best actions, get access to knowledge articles, and receive recommendations to provide a highly personalized experience to customers.

• More Streamlined Omnichannel Operations

Toggling multiple channels and searching for right information to answer customer queries is challenging for agents. With Amazon Connect embedded inside of Service Cloud, customers can easily optimize call volume, alongside other channels.

• Increased Supervisor Visibility in Real-Time

Providing customers with the right answer at the right time increases customer experience and satisfaction. This integration enables supervisors to view incoming calls next to digital conversations in real time for live routing and assistance that their agents may need during the call.

• Simplified Implementation

Salesforce Service Cloud Voice and Amazon Connect is a pre-packaged, pre-configured solution that avoids the pain of contact center implementation. This pre-integrated solution allows you to quickly set up an entirely cloud-based contact center in a matter of minutes.

• Improved Agent Productivity

Amazon Connect and Salesforce Service Cloud Voice, together, allows agents to embed call control with integrated email, chat, and messaging. This helps agents to quickly and intelligently handle calls, reduce average handle time, and call wrap-up time.

Reimagine the Future of Contact Centers With Amazon Connect and Salesforce Service Cloud Voice

Salesforce Service Cloud Voice with Amazon Connect unifies voice calls, digital channels, and CRM data in real time, helping contact centers agents’ to deliver streamlined services to their customers.

In fact, according to research^[i], a company was able to increase call center NPS by 82%, minimize time spent in IVR  by 50%, and witness a significant improvement in employee engagement scores.

With Salesforce Service Cloud Voice with Amazon Connect, agents can easily set up their cloud-based contact center, answer to the telephony conversations in minutes, resolves customers queries faster, etc.

The integrated contact center solution increases the agents’ productivity with in-call intelligence/process automation and helps them create a new kind of contact center for customers.

Conclusion

It’s safe to conclude that Salesforce Service Cloud Voice and Amazon Connect, together, provide phone support agents with relevant data and situational context that help them anticipate and cater to customer needs better. And with all the cool capabilities that this integration brings, contact center supervisors can monitor multiple conversation, review and coach agents, and get visibility on everything they need, in one place.

FAQs: 

1. How does the integration of Salesforce Service Cloud Voice and Amazon Connect benefit contact centers?
   This duo revolutionizes contact center operations by unifying telephony, CRM data, and AI-powered features into a single platform. This allows agents to access real-time insights, automate repetitive tasks, and enhance customer interactions through intuitive tools like voice transcription, sentiment analysis, and smart case routing. By reducing silos and improving operational efficiency, this integration drives faster resolutions and better customer experiences.
2. Can I use Service Cloud Voice and Amazon Connect with my existing CRM system?
   While Service Cloud Voice is designed to work seamlessly within the Salesforce ecosystem, Amazon Connect can integrate with other CRM systems through APIs and custom connectors. However, to fully leverage the capabilities of Service Cloud Voice, such as omnichannel case management and Einstein AI, it’s recommended to use it with Salesforce CRM.
3. What technical expertise is required to implement this integration?
   Implementing this integration requires expertise in both platforms, including knowledge of telephony configurations, AWS services, and Salesforce CRM setup. Familiarity with integration tools, such as APIs, Salesforce Flows, and AWS Lambda, is also helpful. While businesses can handle basic setups internally, engaging certified Salesforce and AWS consultants ensures a smooth implementation tailored to your specific needs.
4. What security measures are in place to protect sensitive customer data?
   Both Salesforce Service Cloud Voice and Amazon Connect prioritize data security. Salesforce provides enterprise-grade security with features like data encryption, role-based access controls, and compliance with GDPR, HIPAA, and CCPA. Amazon Connect adds additional layers of security with AWS’s robust infrastructure, including multi-factor authentication, end-to-end encryption, and secure logging for audits. Together, these measures ensure that sensitive customer data is protected at every stage.
5. How is the cost of Salesforce Service Cloud Voice and Amazon Connect calculated?
   The cost of Salesforce Service Cloud Voice includes licensing fees based on the number of users, while Amazon Connect operates on a pay-as-you-go model, charging for usage such as call minutes and associated AWS services. Additional costs may arise from integrating the two platforms or enabling advanced features like AI-powered analytics. Organizations should consult Salesforce and AWS pricing calculators or speak with a solutions provider for an accurate estimate tailored to their usage.

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Statistics Reference:

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